Complain to the letting agent in writing first, using its complaints procedure. If you’re not happy with its final response, or 8 weeks pass without one, take it to the agent’s redress scheme. In England that’s The Property Ombudsman or the Property Redress Scheme, and it’s free for tenants.
Step 1: Use the agent’s own complaints process
Start by talking to the agent. Many problems get fixed with one call or email. If not, make a formal complaint in writing and follow the agent’s complaints procedure. Citizens Advice suggests your letter includes:
- what you’re complaining about
- dates and times of what happened
- copies of emails and letters
- photos or receipts as evidence
Say what you want to happen. That might be an apology, a refund, a repair being chased, or a fee being returned. Keep a copy of everything you send.
Step 2: Go to the agent’s redress scheme
Letting agents and property managers in England and Wales must join a government-approved redress scheme. GOV.UK names two:
- The Property Ombudsman (TPO)
- the Property Redress Scheme (PRS)
Shelter says agents must show which scheme they belong to in their offices and on their websites. GOV.UK says an agent can be fined up to £5,000 for not joining. If your agent isn’t a member, tell your local council.
You can go to the scheme once you have the agent’s final response, or once 8 weeks have passed since you first complained. Both schemes are free for consumers.
Schemes deal with how the agent behaved. Shelter lists common issues: banned fees, poor communication, delays with references, hidden charges and unprofessional conduct. Shelter also says you cannot usually complain about problems caused by the landlord unless the agent helped cause them.
Time limits
Don’t sit on a complaint. Each scheme sets its own deadline:
| Scheme | Complain to the agent first | Then bring it to the scheme within | Cost to you |
|---|---|---|---|
| The Property Ombudsman | Within 12 months of the event, or of when you became aware of it | 12 months of the agent’s final response | Free |
| Property Redress Scheme | Allow up to 8 weeks to resolve | 12 months of your last communication with the agent about the issue | Free |
What a redress scheme can do
TPO says it can direct the agent to:
- put matters right
- pay you compensation
- limit or refund their fees
- issue a formal apology
- improve the way they work
TPO says most of its awards are between £300 and £600. If you accept a TPO decision, it becomes binding. If you reject it, any award lapses and you can take the matter to court instead. Shelter notes that schemes won’t deal with a complaint once court action has started.
Banned fees: go to your council too
In England, the Tenant Fees Act limits what you can be charged. The rules on holding deposits and rent in advance are part of this. If an agent charges a banned fee, GOV.UK says you can:
- contact your local council, which can investigate prohibited payments and help you get the money back
- apply to the First-tier Tribunal, which can order repayment
- complain to the agent’s redress scheme
Citizens Advice adds that your council can also look at repairs that affect health and safety, illegal eviction or harassment, and dishonest trading through Trading Standards.
Worked example (fictional)
Tom’s agent in Bristol charges him a £150 “admin fee” when he renews. He emails a formal complaint on Monday 2 November 2026. The agent doesn’t reply.
- 8 weeks after 2 November 2026 is Monday 28 December 2026. From then, Tom can go to the agent’s redress scheme.
- Because a banned fee is involved, he also reports it to his council.
- If the £150 is repaid, Tom is back where he started: £150 charged minus £150 refunded is £0.
Wales and Scotland
Wales: letting agents must also join a redress scheme (GOV.UK). Rent Smart Wales says an agent needs a licence when collecting rent or doing more than one letting or management activity for a landlord. Its Compliance and Regulation team handles complaints about licensees, and licence revocation and other sanctions are sometimes used.
Scotland: Citizens Advice says its England advice doesn’t apply and points to separate guidance. Check Scottish advice before you act.
Check your costs
Use the renting calculators to check what you should be paying upfront and each month, so you can spot a charge that doesn’t add up.
Related: What fees can a letting agent charge?
Sources
- Citizens Advice: Complaining about your letting agent, checked 4 October 2026
- Shelter England: Letting agent redress schemes, checked 4 October 2026
- GOV.UK: Registering with a redress scheme as a property agent, checked 4 October 2026
- GOV.UK: Tenant Fees Act 2019 guidance for tenants, checked 4 October 2026
- The Property Ombudsman: Consumer guidance, checked 4 October 2026
- Property Redress Scheme: Consumers, checked 4 October 2026
- Rent Smart Wales: Frequently asked questions, checked 4 October 2026
- Rent Smart Wales: What problems do tenants report?, checked 4 October 2026
This guide is general information, not legal or financial advice. Report a possible error.